Client Side Ticket Search and Filter

[Jemrada]

Hello everyone,

I have taking my time and money and developed a Small Filter by Status and Ticket Search for my system.

Here they are below. Feel free to use and always remember to backup any files you need to upload over.

A donation for these would be greatly appreciated. You can send it to paypal at lucnetsolutions dot com

PM me with any issues or questions on this.

**UPDATED 04/21/07**
Status Filter and Ticket Search are now all in one pack.

changes:

- ticket search won't handle empty queries anymore.
- ticket search returns tickets with masked id instead of real one.
- ticket search by id searches by masked id.
- ticket search should search in all tickets the user is a manager.
- status filtering switcher transformed to dropdown select to handle big amount of ticket status variants.

--> DOWNLOAD HERE <--
Password: Kayako

Let me know if you have any issues.

[rrnworks]

Wow, thank you! Maybe Kayako should hire you! Such a simple fix, why can't Kayako address such basic feature requests??

[Jemrada]

I wish I could answer that question for you. Allot of Kayako client have been asking the same thing.

[jpuff]

Thanks for this.

Does the search tickets find any ticket or just that users ticket?

Thanks,
Jonathon

[Jemrada]

It follows the rules of the user settings. If it is your standard registered user it will search there tickets only. If they are a manager they will search all the tickets for what the manager is assigned to.

Any bugs you find. Please let me know.

[Jamie Edwards]

Thank you for your contribution, Jemrada.

[Jemrada]

Thanks, I hope it will be able to be used effectively.

[pluk77]

We have set our Ticket ID to use random numbers. i see that the ticket ID Search uses the sequential Internal Ticket ID. Am I correct?

[pluk77]

I have just inserted both the patches and they work perfect. Well documented!

Could you please have a look at that Ticket ID issue (if you have some time) as that would make the search Patch work for all users of Kayako.

[Jemrada]

It depends on what ID they are going to search by. ID in common is a unique identifier of some object in a collection. It's a constraint in a database table and is a key field. that is what `ticketid` stands for. My version meant to search by ID as unique ticket identifier in the database. ZYM-313490 is not such ID, it's a code the script issue to a ticket. If they treat it as an ID and are going to use it for searching though the database then the corrections below should work. Besides, in such case I'd suggest to change ticked ID in the results to show the same constraint to identify a ticket (the one written with bold in results).

You can change the code in search.php

  case "ticketid": 
    $query = 'SELECT `ticketid`, `subject` FROM`'.TABLE_PREFIX.'ticketposts` WHERE 1 '.$limit_to_recent_user." AND`ticketid` LIKE '%".$_POST["s_query"]."%'"; break;

to

  case "ticketid":
    $query = 'SELECT `ticketid`, `subject` FROM `'.TABLE_PREFIX.'tickets`WHERE 1 '.$limit_to_recent_user." AND `ticketidmaskid` LIKE'%".$_POST["s_query"]."%'"; break;

Let me know if that helps.

I have not tested this part, so if it doesn't work let me know and we can go from there.

[richm]

Nice work Jemrada!

I've implemented the search, haven't tried the filter yet.

As a suggestion (since I'm not a coder) would it be possible to send the results of the search back to a page like:

Dashboard » Templates » searchresultdisplay (the page you get (i think) when you do a kb search)

Rather than the blank white page with just "o Ticket # 91"

Would be nice to have the "back" link at the bottom etc.

Just a thought.

Cheers!

Rich

[Jemrada]

It shouldn't be loading a white page. Sounds like you are not calling on the javascript files. Please check you have these set correctly.

Did you upload javascript folder to root or kayako installed directory?

[richm]

Ahh.. Good call. My oversight. I'm now getting the results below the search box, in the same page.

Thank you!

[richm]

The filter mod breaks the new sort by feature for me.
I've installed/un-installed/re-installed 3 times to make sure I'm not leaving out a step somewhere. Same result.

The mod itself works (New/Open/Closed etc. buttons are there and appear to work)

But once installed, I can no longer click on the column names in the ticket list to sort by that column in either ascending or descending order. Ticket id / last replier / Status / Priority / Department

Looks like maybe I have a slightly later version of client_tickets.php? (see below)

//=======================================
//###################################
// Kayako Web Solutions
//
// Source Copyright 2001-2004 Kayako Web Solutions
// Unauthorized reproduction is not allowed
// License Number: $%LICENSE%$
// $Author: mslaria $ ($Date: 2007/02/22 08:41:10 $)
// $RCSfile: client_tickets.php,v $ : $Revision: 1.21 $
//~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
// www.kayako.com
//###################################
//=======================================

Rich

[Jkeairns]

I am also in need of some customization of Kayako and do not have the staff to do it. have a need for duplicate tickets and have tested the process from the database level. I can duplicate everything in a ticket including the HASH ID and have multiple assignments on a single ticket. Of course I can't duplicate the autoincrement field but everything else works fine. By having duplicates I can group tickets for audit purposes and not over burden the label system. I could use some assistance in coding the changes and would hire anyone that i swilling to assist. This would need to be available for staff during an add or update of a ticket. Possibly a field that a number is entered that indicates how many duplicates. If you are interested let me know how to pay you.